Facing some Problem....Please help me out

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shoaib
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Facing some Problem....Please help me out

Post by shoaib »

Hi

I am using OTRS 3.1 & facing some problem, I have successfully installed it & tested it on one system assigned for this software. It was working well but I was not able to make the responses autonomous.

Also, when I configured OTRS 3.1 on the server which was already having the loads of other applications & after creating about 20-25 agents that time it was not responding to any query which we sent internally for our testing purpose. When multiple agents logged in simultaneously, every time it generates the error message showing 'Server Error 500' because of which we are not able to respond to any of the query asked.

Can anybody please help me out?

Regards/Shoaib

Wolfgangf
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Re: Facing some Problem....Please help me out

Post by Wolfgangf »

I am using OTRS 3.1 & facing some problem, I have successfully installed it & tested it on one system assigned for this software. It was working well but I was not able to make the responses autonomous.
This sounds like a problem in E-Mail setup - did you read the admin handbook how to configure, -did you test manually if your OTRS server is able to connect to your mailserver, ...
Also, when I configured OTRS 3.1 on the server which was already having the loads of other applications & after creating about 20-25 agents that time it was not responding to any query which we sent internally for our testing purpose. When multiple agents logged in simultaneously, every time it generates the error message showing 'Server Error 500' because of which we are not able to respond to any of the query asked.
I can only make guesses regarding performance, I would start at box / os level checkinging the load, then install the "Support" package and run it - you'll get hints there how to speed up. And I assume you WILL get hints
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shoaib
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Re: Facing some Problem....Please help me out

Post by shoaib »

Hi

i have checked the e-mail configuration & saw the error log of server where I got the following error
OTRS-otrs.PostMasterMailbox.pl-10[4196]: [Error][Kernel :System::MailAccount::IMAP::_Fetch][Line:127]: IMAP: Can't connect to imap.gmail .com
SELinux was also disable so I first enabled it & then disabled it again following up restart of the server but still the mail is not transferable & I am getting the same error message as earlier

Please help me to resolve the problem ASAP.

Thanks&Regards
Shoaib

ferrosti
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Re: Facing some Problem....Please help me out

Post by ferrosti »

Well, you could have taken a look at the manuals first or at the FAQ:
http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=370

Seems like you´d rather go for IMAPS than IMAP.
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shoaib
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Re: Facing some Problem....Please help me out

Post by shoaib »

Hello

Thank You so much for suggestion!

After going through FAQs, it seems as some PERL module is missing. How would I know which PERL module is missing as I am ignorant in PERL scripting?

I have checked the connection between our server & GMAIL using TELNET, it showed successful connection has been established.

Also, the process ID is not being generated in the server.

Configured it on IMAPS now, but the same problem is reporting.

Thanks&Regards
Shoaib

ferrosti
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Re: Facing some Problem....Please help me out

Post by ferrosti »

Try
$OTRS_HOME/bin/otrs.CheckModules.pl
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shoaib
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Re: Facing some Problem....Please help me out

Post by shoaib »

Hi

If am not wrong then this is the link of PERL module in configuration.

For your information I am not aware of PERL.

Kindly suggest some other method of doing it.

Thanks&Regards
Shoaib

jojo
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Re: Facing some Problem....Please help me out

Post by jojo »

this is a script which needs to be run. So no Perl knowledge is needed
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shoaib
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Re: Facing some Problem....Please help me out

Post by shoaib »

hi
I have run the script you suggested
$OTRS_HOME/bin/otrs.CheckModules.pl
& after running this script I got the following message, please suggest what to do next.
jojo wrote: o CGI..............................ok (v3.59)
o Crypt::PasswdMD5.................ok (v1.3)
o Crypt::SSLeay....................ok (v0.64)
o CSS::Minifier....................ok (v0.01)
o Date::Format.....................ok (v2.24)
o Date::Pcalc......................ok (v1.2)
o DBI..............................ok (v1.622)
o DBD::mysql.......................ok (v4.022)
o DBD::ODBC........................Not installed! (Optional - Required to connect to a MS-SQL database.)
o DBD::Oracle......................Not installed! (Optional - Required to connect to a Oracle database.)
o DBD::Pg..........................Not installed! (Optional - Required to connect to a PostgreSQL database.)
o Digest::MD5......................ok (v2.36)
o Digest::SHA::PurePerl............ok (v5.70)
o Digest::SHA......................ok (v5.72)
o Encode::HanExtra.................Not installed! (Optional - Required to handle mails with several Chinese character sets.)
o Encode::Locale...................ok (v1.02)
o GD...............................Not installed! (Optional - Required for stats)
o GD::Text......................Not installed! (Optional - Required for stats.)
o GD::Graph.....................Not installed! (Optional - Required for stats.)
o GD::Graph::lines..............Not installed! (Optional - Required for stats.)
o GD::Text::Align...............Not installed! (Optional - Required for stats.)
o IO::Scalar.......................ok (v2.110)
o IO::Wrap.........................ok (v2.110)
o JavaScript::Minifier.............ok (v1.05)
o JSON.............................ok (v2.53)
o JSON::PP......................ok (v2.27200)
o JSON::XS......................Not installed! (Optional - Recommended for faster AJAX/JavaScript handling.)
o Locale::Codes....................ok (v3.18)
o LWP::UserAgent...................ok (v6.03)
o Mail::Internet...................ok (v2.08)
o Mail::POP3Client.................ok (v2.18 )
o IO::Socket::SSL...............ok (v1.76)
o Mail::IMAPClient.................Not installed! (Optional - Required for IMAP TLS connections.)
o IO::Socket::SSL...............ok (v1.76)
o MIME::Base64.....................ok (v3.07)
o MIME::Tools......................ok (v5.428)
o ModPerl::Util....................Not installed! (Optional - Improves Performance on Apache webservers dramatically.)
o Apache::DBI...................ok (v1.11)
o Apache2::Reload...............Not installed! (Optional - Should be installed on mod_perl based installations to automatically reload changed Perlfiles and configuration data.)
o Net::DNS.........................ok (v0.68)
o Net::POP3........................ok (v2.28)
o Net::IMAP::Simple................ok (v1.2030)
o Net::IMAP::Simple::SSL........ok (v1.3)
o Net::SMTP........................ok (v2.29)
o Authen::SASL..................ok (v2.15)
o Net::SMTP::SSL................ok (v1.01)
o Net::SMTP::TLS::ButMaintained.ok (v0.18)
o Net::LDAP........................Not installed! (Optional - Required for directory authentication.)
o Net::SSL.........................ok (v2.85)
o PDF::API2........................Not installed! (Optional - Required for PDF output.)
o Compress::Zlib................ok (v2.055)
o SOAP::Lite.......................ok (v0.714)
o version.......................ok (v0.88)
o Class::Inspector..............ok (v1.25)
o Text::CSV........................ok (v1.21)
o Text::CSV_PP..................ok (v1.29)
o Text::CSV_XS..................Not installed! (Optional - Recommended for faster CSV handling.)
o XML::Parser......................ok (v2.41)
o HTTP::Message....................ok (v6.02)
o HTTP::Headers.................ok (v6.00)
o URI..............................ok (v1.59)
o URI::Escape...................ok (v3.31)
o Scalar::Util.....................ok (v1.18)
regards
Shoaib

jojo
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Re: Facing some Problem....Please help me out

Post by jojo »

Please install the Perl modules marked with "Not installed"
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shoaib
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Re: Facing some Problem....Please help me out

Post by shoaib »

Hi

I have installed all the modules which were not installed earlier but that error message is again coming.

What to do now? :(

Regards
Shoaib

shoaib
OTRS newbie
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Re: Facing some Problem....Please help me out

Post by shoaib »

Hi Jojo

Awaiting your reply!

Regards
Shoaib

jojo
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Re: Facing some Problem....Please help me out

Post by jojo »

are you using impdtls?
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

shoaib
OTRS newbie
Posts: 16
Joined: 20 Nov 2012, 10:26
OTRS Version?: OTRS 3.1
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Company: BK Consimpex Pvt Ltd

Re: Facing some Problem....Please help me out

Post by shoaib »

Please clarify "impdtls".....

Regards
Shoaib

crythias
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Re: Facing some Problem....Please help me out

Post by crythias »

All we have to go on is "can't connect to imap.google.com"

If you're expecting imap to leave messages on server, don't, because OTRS will delete all messages from the box as it grabs.
http://wiki.otterhub.org/index.php?titl ... with_Gmail

If you can't connect to pop.gmail.com, it's a firewall issue and you need to talk to your network administrator about it.
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nancy29
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Re: Facing some Problem....Please help me out

Post by nancy29 »

Hi did you try checking the installation guide may be it can help you

Code: Select all

http://doc.otrs.org/3.0/en/html/installation.html

shoaib
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Re: Facing some Problem....Please help me out

Post by shoaib »

Hi!!!

Wish you all a very happy new year!!!

Now I have installed OTRS on a new & dedicated system on which everything seems to be ok :D except the one mentioned below:
NEW PROBLEM:-
When I reply to any mail then the text field is missing. I also submitted it as it is & got it on the recipient mail but that text field is missing.

Please suggest

Thanks&Regards
Shoaib

ferrosti
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Re: Facing some Problem....Please help me out

Post by ferrosti »

Well, for new problems one should open new posts

my .02$ 8)
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems

shoaib
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Posts: 16
Joined: 20 Nov 2012, 10:26
OTRS Version?: OTRS 3.1
Real Name: Shoaib Mairaj
Company: BK Consimpex Pvt Ltd

Re: Facing some Problem....Please help me out

Post by shoaib »

ooopsss

:lol:

next time for sure.

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